TVL – JDVP

Housekeeping Services
Module 6

________________________
NAME OF STUDENT

SECTION
 Module 6:
Deal with/handle Intoxicated Guest

The module, Deal with/handle intoxicated Guest, contains learning materials and
activities related to determining the level of intoxication, applying appropriate procedure
and complying with legislation.

At the end of this module, you MUST be able to:

1. Define alcohol intoxication

2. Determine the customer’s level of intoxication
3. Learn the proper handling of intoxicated guest
4. Appreciate the legal requirements for alcohol service and consumption
5. Handle potential problem situations

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 Lesson 1
Alcohol Intoxication
Alcohol

Alcohol is a substance that has become an everyday part of society, however what it is and how
it affects the body is often not discussed. The intoxicating ingredient in alcoholic beverages is
known as ethyl alcohol or pure alcohol. This ingredient is contained in all alcoholic drinks;
however the level of concentration differs between drinks. The strength of alcoholic drinks varies.
Even a specific alcoholic beverage such as beer will have different strengths. For example, beer
can range from about 2% to about 9% alcohol by volume (ABV).

Effects of alcohol

Many people enjoy visiting hospitality organizations as it provides a chance for people to relax,
unwind and enjoy themselves through the provision of good food, beverage and entertainment.
In today’s society, alcohol is so widely available that many people forget that it is still a depressant
drug.

Whilst for most people, drinking in moderation and in a responsible manner, will not lead to
someone becoming depressed, it is still important to remember that alcohol does depresses the
brain’s functions which leads to changes in a person’s behaviour. When consumed in an
irresponsible manner alcohol can become a dangerous and damaging substance which can have
serious effects on a person.

Therefore as a staff member within the hospitality industry, it is important that you ensure
customers consume alcohol in a sensible manner and understand the effect alcohol has on
people.

So how does alcohol affect the body?

Alcohol and the body

Alcohol entering body
Alcohol, when consumed it is normally swallowed and goes into the stomach.
The stomach breaks down food and drink before passing it to the small intestine. It is then
absorbed into the bloodstream. The less food the quicker it is absorbed. The bloodstream then
carries the alcohol to the brain. This process takes about 5 minutes and starts to affect the
function of the brain including judgement and inhibitions.

As more alcohol is absorbed, it continues to travel to other parts of the body affecting other
functions including balance and co-ordination. It is this effect that starts to make us appear to be
drunk.

Alcohol leaving body

The liver is the main organ that removes alcohol from the bloodstream. It takes
about 20 minutes for alcohol to reach the liver. Generally the liver removes
alcohol at the rate of one standard drink per hour.

3|HKS – Deal with/handle I ntoxicated Guest

Alcohol affects people differently

Whilst alcohol enables people to relax and enjoy themselves, it can lead to people losing control
to some degree of their behaviour and actions.
In essence, alcohol affects different people in different ways due to:

 Speed of drinking
 Strength of drink - the blood alcohol concentration (BAC).
 Person’s sex - women are more affected than men
 Person’s weight - a small person is more affected than a big person
 Amount of food eaten - a person who has empty stomach is more affected than a person
who has eaten a big meal.
 Tolerance to alcohol - a person who drinks rarely will appear more affected than a
person who drinks regularly.

As a staff member, it is important to know the early symptoms of intoxication and to refuse to
serve such customers well before they become obviously drunk.
As alcohol worsens the physical and mental functioning, the more individuals drink, the less likely
they are to be able to make decisions about their own wellbeing. This is why it is up to the server
to decide who has had enough to drink, not the drinking customer.

What is intoxication?

Different countries will prohibit the sale or supply or alcohol to someone who appears to be
intoxicated or drunk. By what does this mean? When do you know someone has reached this
level?

Signs of intoxication

The following signs can give you an idea of whether or not a person is intoxicated. Signs of
intoxication include:

Loss of coordination
 Being clumsy
 Eyes seem unfocused or glassy
 Bumping into furniture and other people
 Staggering

4|HKS – Deal with/handle I ntoxicated Guest

  Falling down or tripping over things
 Inability to walk in a straight line
 Inability to do basic tasks like lifting a glass
 Knocking things over.
Change in speech
 Having trouble talking in a normal manner
 Speech becomes slower and slurred
 Volume of speech becomes louder
 Person becomes outspoken.

Moods, behaviour and conduct

 Big changes in mood over time.
 Personality changes
 Becoming isolated from group
 Inappropriately affectionate
 Extremely outgoing
 Wanting to cause arguments
 Being over affectionate to strangers.

Quantity of alcohol consumed

 The amount of drinks consumed
 The rate of consumption
 They are ordering more drinks at a time
 The types of drinks – normally become stronger
 Complaints about strength of drinks.

Smell of alcohol
It is safe to assume a good indicator of intoxication is if a person has a strong smell of alcohol,
combined with any of the before mentioned signs.

Body language
Understanding body language is a very effective way to determine the intoxication of a person
and the manner in which the situation may be addressed.
In previous points, it was stated that a change in behaviour and mood is often a sign of
intoxication, however being able to read a person’s body language will also produce helpful signs.
So what does a person’s body language tell us about someone? Following is a helpful chart that
helps explain a person’s body language.

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Tool to help identify intoxication

Whilst the previously mentioned signs of intoxication will help a staff member identify an
intoxicated person, a tool can help staff members identify is a person is intoxicated is:

Coordination
Alcohol Smell
Unsteady
Slurred Speech
Eyes Glazed
Once you have identified that a customer is intoxicated, it is your responsibility to act in a
prompt and appropriate manner.

Worksheet 1

Direction: Write down what is being asked for.

A. Signs of Alcohol Intoxication (10)

1. ________________________________

2. ________________________________

3. ________________________________

4. ________________________________

5. ________________________________

6. ________________________________

7. ________________________________

8. ________________________________

9. ________________________________

10. ________________________________

6|HKS – Deal with/handle I ntoxicated Guest

 Lesson 2
Offer Assistance to Intoxicated Customers Politely

When it is determined that a person is intoxicated, it is wise for staff to provide assistance where
applicable, in line with company policies and relevant legislation. Just because someone is
intoxicated does not mean they need to leave the premises. There are a range of suitable
alternatives that can be provided depending on the individual situation and level of intoxication.

It is important to remember that each situation must be handled in a professional and discrete
manner. No person likes to be told they are intoxicated or being given instructions on how to enjoy
their experience, so where possible the dignity of the intoxicated person must be upheld.

Monitor the environment

Staff members must always be aware of the environment and alert to the consumption of alcohol
by groups or individual customers within the establishment. Being able to deal with any potential
problems as early as possible, will hopefully avoid situations that may put staff and customers at
risk or reduce the enjoyment of the venue by others.

When monitoring, be aware of:

 Who is ordering the drinks
 Who is consuming the drinks
 Rate of consumption ; Types of drinks being ordered
 Whether food is also being consumed
 People showing signs of intoxication
 Any drinking games being conducted

Types of assistance

Depending on the level of intoxication of the customer there are a number of ways assistance
can be offered, either directly or indirectly advised to the customer, to enable the customer to
stay on the premises.

These include:

 Talk to the customer or their friend – this helps determine not only the level of
intoxication, but how they will respond to suggestions that may be suitable

 Briefly explain your responsibilities – you may wish to outline the house policy that
applies, directly to the customer or a friend of theirs. Try to get the person on your side
by explaining that whilst you would like the customer to stay on the premises, they must
abide by the rules of the establishment

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  Promoting non-alcoholic drinks – most venues will have a range of soft drinks, juices or
mocktails which can be a suitable alternative to alcohol

 Offering low-alcoholic beverages – some beverages such as beer come in a low

alcoholic format which can be promoted. Alternatively half measures may be suggested
when serving spirits

 Offer water – water is free of charge in most facilities. You may suggest a customer
having a glass of water between alcoholic drinks or for a specific period of time

 Offer food – whether through providing a menu or offering complimentary or low costs
snacks such as nuts and chips

 Slowing down service – try to delay the service of drinks to a person, however this
should not be obvious as it may frustrate the customer

 Advise other staff – as to the amount of drinks the person has had or any concerns
which you may have.

Steps on how to correctly handle intoxicated patrons and matters involving high levels of
intoxication will be discussed in a later section.

Refer Difficult Situations to an Appropriate Person Within or

Outside Of The Establishment

Appropriate internal persons

It must be remembered, that the health and safety of staff, other customers and the intoxicated
person themselves is the primary objective when handling instances involving intoxication.

As a staff member, it is not a requirement for you to place yourself in harm’s way if you feel you
cannot handle the situation.

There are a number of appropriate people who can be called upon to provide assistance or to
handle difficult situations involving alcohol.
These persons include:
 Supervisor or Manager – they will make or authorize courses of action to take
 Security – they will have the expertise to deal with the manner
 DJ – they have the capacity to communicate not only with different authorities but can
also communicate directly to the patrons within the venue.

Remember, if you feel you cannot handle a situation yourself, be smart and seek suitable support
to handle any situation where you feel you are in harm.

Suitable external persons to notify will be discussed in the next section.

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Reaching appropriate internal persons

There must be an easy to use communication system to be able to

notify appropriate internal people. Systems can include:

 Pagers
 Signals – verbal or hand
 Button
 Phone call.

Anytime a situation poses a risk it must be dealt with in a prompt manner abiding by all the laws
required by the country.

Seek assistance from appropriate people for situations which pose a threat to
safety or security of colleagues, customers or property

Every organization should have a designated set of instructions and procedures to follow in the
event of a variety of situations ranging from arguments, spiking of drinks, violence or medical
harm, to name a few. Staff must be aware of which type of assistance to contact whenever these
situations arise.

Anytime a situation poses a risk it must be dealt with in a prompt manner abiding by all the laws
required by the country.

Appropriate external persons

In the previous section a range of internal persons to contact were identified.

There are a number of suitable external sources that can be contacted including:

 Police – in the event of any activity that is breaking the law or likely to
increase the risk of harm to all patrons and staff
 Fire – if there appears to be a likelihood of fire
 Ambulance – in the event a person requires medical assistance.

Reaching suitable external assistance

As stated in the last section, if a situation appears to be out of control it is important that the correct
person or authority is called in a prompt manner. Not only should managers state situations when
each appropriate source of assistance should be notified, but also how to contact them.

Easy to reach contact details can include:

 Special button
 Posters with contact numbers
 Speed dials
 Other methods that are suitable.

9|HKS – Deal with/handle I ntoxicated Guest

 Worksheet 2

Direction: Write true if the statement is correct and false if otherwise.

_________1. As a staff member, it is NOT a requirement for you to place yourself in harm’s way
if you feel you cannot handle the situation.

_________2. As a room attendant, you can decide or authorize courses of action to take in a
difficult situation in handling intoxicated guest.

_________3. Anytime a situation poses a risk it must be dealt with in a prompt manner abiding
by all the laws required by the country. Therefore, seek help from appropriate
external persons.

_________4. Just because someone is intoxicated does not mean they need to leave the
premises.

_________5. To assist intoxicated guest, offer high-alcoholic beverages

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 Lesson 3
Apply Appropriate Procedures
Creating the right environment

It is impossible that all alcohol related problems can be avoided, having the right atmosphere will
certainly make the venue a more comfortable and appealing place for managers, staff, patrons
and the community alike.

Positive factors

Having a venue that is safe for patrons to use is not only helpful in reducing negative incidents
as a result of alcohol, but can be a great promotional tool to encourage patrons who are
confident in the venue.
Some ways to establish a safe venue include:

 Facilities in operational order  Video camera surveillance

 High levels of cleanliness  Non-aggressive security staff
 Good security measures  Non-crowding policies
 Regular removal or rubbish and  Mix between men and women
waste  Well trained and professional staff
 Prompt cleaning of tables and  Good communication
removal of dirty bottles, plates and  Good activities
glasses  Safe venue layout.
 Adequate and well lit and ventilated
toilets

Negative factors

There are a number of factors that are known to increase the changes of alcohol related and
other associated problems including:
 Unsupervised pool tables  Drug dealing or drug use
 TV showing aggressive, offensive,  Drunk customers in the premises
sexual or intoxication-related images  Staff being hostile or aggressive
 Music with a lot of offensive or towards patrons
sexually explicit words  Staff allowing aggression or
 Congestion anywhere in the watching conflict
premises (at the door, bar, stairs,  Staff sending people outside to fight
toilets, dance floor, etc.)  Late intervention in situations by
 Higher percentage of customers staff
standing  Patrons served double at closing
 Drunk or underage persons allowed time or served after closing time
in and served  Smokiness and/or lack of ventilation
 Vomiting  High level of noise and movement

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  Lack of bar wiping, table clearing,
toilet cleanliness
 In-house promotion or entertainment
focusing on alcohol and “sexy
dancing”.

Assessing the situation

Once the above risks have been addressed and action taken to create the right atmosphere, this
does not guarantee problems will not arise.

It is vital that not only managers, but all staff constantly assess and monitor the situation as the
shift unfolds. Each and every staff member, including bar staff, waiters, security, cleaners or music
related employees, keep a watch out for any behaviour that may indicate trouble is likely to take
place.

Explain the position to the customer using appropriate

communication skills
When handling intoxicated persons, there are a number of approaches that can be taken,
depending on the individual situation and severity of the problem.
Regardless of the action taken, it is important for staff to be professional and respectful in their
approach.

Handing intoxicated people should be done in a sensitive and discreet manner which solves the
situation, not escalates it further.

Steps when handling intoxicated customers

The following T-A-K-E C-A-R-E steps can help resolve matters involving intoxicated patrons.

Tell early
Avoid put-downs
Keep calm
Ever courteous
Clarify refusal
Alternatives
Report
Echo

Tell early
If staff are aware of early signs of intoxication, they are able to help provide assistance to
customers which enable them to still enjoy their experience.

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 Avoid put-downs
You must be respectful in your approach with people. Do not judge them or talk down to them.

Keep calm
Whilst it is not uncommon for intoxicated persons to talk in a rude manner to you, remember
you are just doing your job and try not to take the comments personally. Try to use a calm and
controlled voice. You don’t want to use loud or threatening words or tones which can further
escalate the problem.

Ever courteous
Regardless of the way that you may be treated by a specific customer, you must respect the
customer and be professional and polite.
Don’t be confrontational and demeaning about the person. Your role is to explain why you are
taking a certain approach. Normally this involves identifying how a person may be breaking
the law.

Clarify refusal
You need to explain why a person may be refused a beverage, entry into the premises or the
right to remain on the premises. Be practical in your explanation and stick to the facts. Don’t
get emotional or personal about the intoxicated patron. You may merely state that at this time,
the law requires them to follow a certain action. You may want to remind the person they are
welcome back when they abide by the law.

Alternatives
If handled in a prompt manner, a staff member will be able to provide and explain a range of
alternatives including switching to soft drinks or eating a meal, which will allow the customer
to remain on the premises. At least you have placed some responsibility back in the
customer’s hands in relations to their actions.

Report
Ensure other people are aware of what is happening. For legal reasons you may be required
to keep a written record of events as they happen and the approach taken.

Echo
You may wish to notify a friend of the intoxicated person why certain actions are taking place.
They may be in a more controlled state and understand the situation more clearly. They can
also become an ally when dealing with the intoxicated person.

If the customer is a regular, you may wish to explain your actions and the reasons behind it when
they next return and in a clearer frame of mind to avoid a re-occurrence.

Handling Complaints

When alcohol is involved, the number and types of complaints may vary. Some may be logical
whilst others unreasonable and resulting from the requests of people who are intoxicated or under
the influence of alcohol.

Regardless of the complaint, key points to dealing with them include:

 Listen carefully to the complaint,  Seek a solution.
without interrupting
 Show that you understand
 Apologize

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Handling potential problem situations

As alcohol is associated with relaxing and celebration, there will always be potential problems that arise.

Domestic Arguments: These are often the hardest to spot and to handle as the matter is very personal
and important to those involved.

 Visit the table, ask if all is ok. The attention and the fact you have noticed are enough
to make most quieten down or leave
 If it persists and or gets louder, you will need to ask them once again if they are ok
 Suggest that this is not the place for their upset or argument
 Let them know that, if they can’t put aside their issues, they will have to leave
 Always remain impartial
 Depersonalize the situation by stating it is your job / house rules and nothing personal.

Games and Sports: All games seem to have a winner and a loser. This very nature often leads to one
person being upset. In premises where customers are playing games such as pool or darts, there is also
the added issue of potential weapons.

 To help reduce potential problems:

 As rules differ from area to area, have a set of house rules for everyone to play by

 Put a clear, fair system in place for how to book games and how to determine who plays
next

 Ensure the area is well staffed or has frequent staff presence to spot any potential
problems

 Put in place a deposit system or some other method, so all equipment such as darts
and cues are returned to staff after each game.

Assist the customer to leave the premises if necessary

When someone is required to leave

It is often a legal requirement that an intoxicated person is not permitted to remain on the
premises. Whilst is it unreasonable to ask every patron who is showing even the smallest sign
of intoxication to leave, it is essential that a person will be asked to leave who:
 Is using or threatening violence  Is using disgusting, profane or foul
 Is disturbing the enjoyment of other language.
patrons
 Is disorderly or not abiding by
premises rules
 Is breaking the law

Some laws state it is actually an offence if a person remains on the premises when asked by
management or staff to leave
Steps when asking someone to leave

1. Final warning - The first step may be to give someone a final warning explaining their actions
may lead to them being asked to leave.
2. Notifying friends – you may wish to notify a friend of the intoxicated person what is happening.
Intoxicated people are more likely to listen to their own friends than those of authority.
3. Identify transportation – you may wish to arrange a taxi for the person or identify suitable
transportation, whether it is with one of their friends.
4. Arrange assistance – before a person is being asked to leave you may wish to call upon others
to assist, monitor or actually undertake the process.

5. Explain why the person is being asked to leave – be professional and explain to the person
why they must leave the premises. Normally notifying them that they are breaking the law is
enough information.
6. Explain transportation options – you may wish to notify the person how they will be getting
home, once they have left the premises.
7. Follow the person to the door – ensure the person has collected all their belongings. Do not
touch the person as this may provoke them further and try to keep the process as discreet as
possible.
8. Ensure the person is safely off the premises – hopefully this is in transportation or they have
a friend who can ensure the person gets home safely.

There will be times, when a more direct and forceful action is required; however the appropriate
authorities must undertake this action, whether by police or security.

The main priority in this process is ensuring that everyone remains safe. This includes staff and
other patrons, but also the intoxicated persons, as quite often they will not be in a physical or
mental state to take responsibility for themselves.

Deal with intoxicated persons appropriately

Tips to remember
Whilst a range of legally abiding steps is identified elsewhere in this manual, some important tips to
remember include:
 Identify situations where problems may arise as early as possible
 Try to involve the customer by providing options
 Treat the customer professionally
 Don’t touch the customer, where possible
 Take action as early as possible
 Follow all house policies, rules and regulations.

When handling any situation involving an intoxicated individual, always think of how you would like to be
treated if the roles were reversed.

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 Worksheet 3

Direction: Choose the answer that describes the given statement. Write the letter of the
correct answer on the space provided.

_________1. The following are the positive factors in creating the right
environment and comfortable venue, EXCEPT ONE:

A. Good communication C. non-crowding facilities

B. Good security measures D. drunk or underage person allowed

_________2. It is to ensure other people are aware of what is happening. For legal reasons you
may be required to write the series of events related to handling intoxicated guest
and approach taken and log it down.

A. tell early C. echo

B. Record D. diary

_________3. Regardless of the complaint, key points to dealing with intoxicated guest include
listening carefully to the complaint without interrupting, showing that you
understand, ___X____ and seek a solution.

A. Keep silent C. panic

B. apologize D. argue

_________4. It is often a legal requirement that an intoxicated person is not permitted to

remain on the premises. What is the first step when asking someone to
leave if necessary?
A. Follow the person to the door C. final warning
B. Explain transportation option D. argue

_________5. What does “k” in T-A-K-E-C-A-R-E stands for?

A. Kindness C. kick
B. Keep calm D. kneel down

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 Lesson 4
Legal Requirements for Alcohol Service and Consumption
Licensing law is the set of legal rules governing the sale of alcohol in a given jurisdiction. It usually
defines who can sell alcohol, when, where and to whom. Generally the underlying purpose of
licensing law is to act as a protection against any potential harm to public order or to public health.
This is sometimes stated in the law.

All businesses that serve food and beverage will have a series of laws in which they must comply.

Types of legislation

As previously mentioned, each country will have their own laws and regulations that must be
complied with. Please refer to any specific laws that may relate to your country.
Some generic laws relating to the sale and supply of alcohol includes:

License to sell
Most countries that have restrictions on who can buy alcohol, will also have restrictions on who
can do the selling. In order to sell alcohol, you may have to obtain a permit or license.
The license may simply permit you to sell alcohol in general or may have stipulations including:
 In which areas of the establishment it may be sold
 What may be sold – for consumption within the establishment or to be taken off the
premises
 At what times sales can be made
 If alcohol is allowed to be brought into the venue for consumptions.

Establish policies and procedures

 Establish house rules
 Place appropriate signs in place.

Training of staff
 Management may need to ensure:
 Correct types of staff – including security

 Correct numbers of staff

 Correct age of staff serving alcohol.

Staff may be required to:

 Undertake responsible service of alcohol courses
 Gain certification in specific courses
 Attend regular staff meetings to discuss RSA issues
 Understand their responsibilities

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Documentation of systems

In order to prove that you are complying with the laws, it is good practice to keep records to
show what systems you have in place:

1. Training and Training Records

It is good practice for employers to show that staff have been made aware of the laws through
training and by asking staff to sign to show they have understood these laws, or to sit an exam
to prove their understanding.

2. Incident Diary
It is good practice to record any incidents that happen, such as arguments or fights, so that any
problems can be identified to prevent them from occurring again. It also gives an accurate
picture for company communication and passing on to any authorities that may need details.
The current diary should be kept in a handy place where everyone knows where to find it. Old
records should be filed for possible use in any legal actions that may follow.

3. Refusals Book
This is a book where you record when you have to refuse service because customers are
underage, drunk, etc. This record book is then signed by the manager and shows you are
abiding by the laws. It also helps to build a picture of any problem patterns.

Recording Incidents

You should record all incidents for a variety of reasons:

-It can be used as a learning tool and can assist in communication between staff and
management

-It provides an accurate record for police, company or insurance purposes

-It can help prevent similar incidents from happening again.

The record should include the following:

 may also wish to record the Date
 Time
 What happened
 Who was involved How it was dealt with
 Whether police were called
 You names of any witnesses and their contact information.

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 Worksheet 4
Direction: Answer briefly but concisely. Write your answer in the space provided.

Questions Trainer’s
Remark
What factors would you take into account when determining the intoxication level
of a customer/guest?

What assistance might you offer to a customer/guest who you believe is

intoxicated?

Give an example of a verbal warning you would give to a customer/guest who is

slightly intoxicated and behaving/talking in an unacceptable and inappropriate
manner in the venue.

You are assisting an intoxicated customer/guest to leave the property: what

activities might be involved when doing this?

A customer/guest has had a little too much to drink but is not at the stage where
you need to ask them to leave the premises or to refuse them service of alcohol:
what can you suggest in order to allow them to remain on the premises and comply
with the requirements of liquor licensing legislation?

Congratulations! You were able to complete our

lessons in Housekeeping Services.

Reference:
https://www.asean.org/storage/images/2013/economic/matm/Toolboxes%20for%20Six%20Tourism%20Labour%
20Divisions/Common%20Competencies%20(as%20of%20February%202013)/Manage%20intoxicated%20person/T
M_Manage_intoxicated_persons_310812.pdf

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